JIRA integration supports attachments

57 コメント

  • Jimmy Rufo
    コメントアクション Permalink

    Hi Laura,

    I don't believe your statement is accurate.  As long as someone has to authenticate with Zendesk to retrieve the attachments via the comments, it doesn't satisfy the need for the enhancement.  Perhaps that is what you were inferring, but wanted to make that clear.  Hope this gets prioritized soon.  Thanks.

    1
  • Jake G
    コメントアクション Permalink

    Hi Laura -

    What 3rd party commercial tools to handle this are you referring to? Is there an addon that makes zendesk attach tickets to a jira ticket so you do not have to have a zendesk login to view an attachment from a ticket created in zendesk? 

     

    1
  • John Tolle
    コメントアクション Permalink

    @Jake G, @Bill Cicchetti noted that he was trying out Azuqua.  Perhaps that is what Laura was referring to.  Unfortunately, unless you're a large organization, its pricing is prohibitive, and it's massive overkill for the task at hand.  Laura, we'd love to hear what some other options are for add-ons (especially those usable by Cloud instances) that will actually move the bits and bytes of our Zendesk attachments over to JIRA (instead of worthless links [Now in two places instead of one!])

    Regardless of available add-ons, this should be a native thing.  Either tell us that it's not possible due to limitations in the JIRA API (it's not) or that 4 out of 5 Zendesk users think Atlassian is for the birds, so it's just not worth Zendesk's effort.  Because, seriously, it cannot be that hard to implement such an obviously useful and intuitive feature, and it would drastically improve the workflows of anyone who uses both Zendesk and JIRA.  People like me, who have access to both systems, suffer much wasted time from having to download the files to my desktop then upload them to JIRA so it's properly attached to ensure that non-Zendesk users can access the attachments they need to do their jobs!

    1
  • Jake G
    コメントアクション Permalink

    Hi Nicole - I think most of understand this and respect it - but you have to agree something this major should be addressed. It kills my support team when trying to create tickets in Jira from Zendesk tickets and waste so much time.

    It's such a fundamental feature I don't see how this has not been resolved yet

    Yuri mentioned in July of 2017 he was going to revisit this at the end of 2017. Did that not happen? I take it Zendesk does not see this as a priority since it has been ongoing since 2015.

    1
  • Nicole - Community Manager
    コメントアクション Permalink

    Hey John - 

    My best suggestion is for users to continue voting on the thread and sharing details like how frequently the problem comes up, how much time it takes out of their workload, and what the impact on their business is. 

     

    1
  • Saif Rahman
    コメントアクション Permalink

    this "no brainer" functionality should have been included from day 1. defeating whole purpose of the integration 

    1
  • Josh Wilson
    コメントアクション Permalink

    I have to jump on board here. This is a necessary feature and I cannot believe it is not even out of the backlog after 4 years. My organization is just switching over to Zendesk and If I had known this feature was not available I would have pushed back strongly on the decision to go with Zendesk. Our current system allows this feature and it is painless and easy. Zendesk is easily going to be adding hours per day to my support staff. They will not be pleased. Please address this, this is a very basic and useful function that the majority of your competition supports. 

    1
  • Andre Luís de Oliveira
    コメントアクション Permalink

    Hi John!

    We solved by using a Zendesk configuration.


    Admin. -> Settings -> Tickets -> Request authentication to download. Not a Zendesk user for each developer will be required because you do not need authentication to download the attachment.

    0
  • Technicalsupport
    コメントアクション Permalink

    Andre, you're a life saver!  That's perfect - one checkbox does the job.  Now why in the would couldn't Zendesk support tell me that!? 

    0
  • Andre Luís de Oliveira
    コメントアクション Permalink

    John was the Zendesk support team who suggested me solve this way.

    When I needed to solve this, send a ticket with the problem I needed to solve. I had difficulty explaining, via ticket, what was the matter. Only with a conference via Skype could explain our scenario.

    The Zendesk support team always supports me with our difficulties!

    I take this opportunity to thank the support team Zendesk !!

    0
  • John Tolle
    コメントアクション Permalink

    Keep in mind that, while the attachment link has to be "public" to allow your dev team to get to the attachments without a Zendesk login, and that's not particularly secure, the links are not easily guessed or even brute forced since the identifier portion of the URL is a 25-character random string.

    Ultimately, though, as Christine originally requested, there should be a way to properly send the actual files to JIRA, and not links.

    @Vanvliet, it may be technically off-topic, but it's still relevant and, unfortunately, the only possible suggestion since it's currently impossible to actually send files as attachments to the issue generated in JIRA.

    0
  • Johanne Leveille-Schirm
    コメントアクション Permalink

    I agree that one must be able to send the actual attachment and not just the link. We finally discovered last week that this was not what was happening (could not figure out what our developers were talking about as  Support was always diligent about clicking the "attachment" box; we finally figured out that unless you have a Zendesk account, you cannot get to the attachments)

     

    We are not going to make the attachments "public" - this is not acceptable.

    We now have to give light agents access to our developers as a work around so we can interface seamlessly with them  (luckily we are an Enterprise customer) but this is not  acceptable long term. And of course, does not work for many of the Zendesk customers.

     

    This is a product deficiency that needs to be addressed ASAP

     

     

    0
  • Derek Blackmore
    コメントアクション Permalink

    This is inefficient for our organization as well.

    0
  • Chris Cannata
    コメントアクション Permalink

    This is a major issue for us as well, is there any progress on this feature?

    0
  • Vinod Narayanan
    コメントアクション Permalink

    The same concern is for our Organization too. Please fix this ASAP.

    Vinod

    0
  • Jimmy Rufo
    コメントアクション Permalink

    Thanks Yuri.  If there are any opportunities where I can participate in beta enhancements for the JIRA integration, that would be great.

    0
  • Chris Cannata
    コメントアクション Permalink

    Hello Yuri, are you possibly looking at allowing download of the actual attachment files through REST API? I would also be interested in the beta enhancement if/when that is possible. 

    0
  • Yuri Mylis
    コメントアクション Permalink

    Happy to announce that we now support sharing attachments from Zendesk Support to JIRA.

    Now every attachement that was added to a ticket comment is visible on the linked ticket under the Zendesk tab.

    0
  • Vanvliet
    コメントアクション Permalink

    Finally. Damn, you're slow

     

    UPDATE - Disregard the first part. Checked it and still isn't according to what was requested. actually made things worse by including ALL on Jira ticket. So you have everything in 2 places now, instead of the useful stuff in the proper place.

    0
  • Technicalsupport
    コメントアクション Permalink

    @Yuri, I just created a new Zendesk ticket with an attachment and then linked it to a newly created JIRA issue.  A link to the attachment appeared in all locations as before.  Clicking on any of the links takes the user to Zendesk and requires a login (or does not if you have authentication on attachments disabled).  I am not sure how this is different other than that now new attachments on comments are also shown as links in JIRA, which is nice, but not what is needed most.

    The real request is that files are transferred to JIRA so that they become actual file attachments that are not dependent on Zendesk access.  As it is, our developers have no Zendesk account, so we are still in a vulnerable state where we must turn off authentication for Zendesk files or we have to manually copy files over to JIRA.

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  • Yuri Mylis
    コメントアクション Permalink

    @Technicalsupport

    The links in the description area of the JIRA issue haven't changed.

    What was added is the ability to see attachments on the Zendesk tickets under the Zendesk tab, see the screenshot above.

    The reason you're prompted for login is because you have the Help Centre enabled AND a particular setting enabled. It's located under the "Tickets" section.

    It's called "Require authentication to download". If you uncheck it, users will not be prompted to authenticate when clicking on an attachment from JIRA.

     

     

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  • Bill Cicchetti
    コメントアクション Permalink

    We have ended up going to a third party called Azuqua. They provide a great deal of customization including what comments get transferred and attachments.  We are still in the implementation stage but its pretty impressive.  One note: The creation of the processes (called FLOs) are not as easy as it appears but you do have a implementation rep assigned.

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  • Frédéric VU
    コメントアクション Permalink

    We also need to have attachments transfers from Zendesk to JIRA, especially images, as we ask our users to include screenshots to speed up troubleshooting and those don't get passed along to JIRA today. That's a showstopper for us for Zendesk adoption in our support tools set.

    0
  • Laura Hippert
    コメントアクション Permalink

    Hi Everyone!

    We definitely appreciate your feedback and our Product team actively watches these threads for the discussion. Per their feedback: 

    Currently, attachments from Zendesk are shared as part of comments - not actual attachments, which meets the needs of many of our customers but unfortunately not everyone. While the product team is considering adding this feature at some point in the future, it's not on the roadmap currently. If you require this functionality you can consider one of the 3rd party commercial tools that are available on the market.

    0
  • Ignacio Aguilera
    コメントアクション Permalink

    Please consider this. We are pending for it, its essential to support our daily operations.

    0
  • Nicole - Community Manager
    コメントアクション Permalink

    Hey John - 

    It just comes down to a prioritization issue. At the moment there are other more pressing things that effect more users and the team had to prioritize those things. Yuri has indicated that this is something he's interested in revisiting when they have some bandwidth, but the team's backlog is full up at the moment. 

    -1
  • Yuri Mylis
    コメントアクション Permalink

    Thanks everyone for providing feedback. I'll take it onboard. 

     

    @Frankie, we don't have plans to support attachement sharing from JIRA to Zendesk at the moment.

    -2

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